Mijn Klacht:

Dit bericht is in het engels opgesteld, de klacht is kortgezegd dat ik nog steeds geen zicht op vergoeding heb van een door covid-omstandigheden geannuleerde vlucht (mei 2020). Op dit moment wijst de reisorganisatie naar luchtvaartmaatschappij Air France en andersom.

Hier de opsomming.
In april 2020 i’ve booked a flight with Edreams, the flight in may 2020 was canceled due to the covid pandemic.

I’ve tried to initiated refund through multiple chanels since then.

24 May 2021 / Contact with Airline
…, please contact your travel agency to raise a refund request via BSP to enable us to process the refund and do share with us the RA number for priority handling.
I followed the airline’s advice and placed this specific request (once more) using the Edream chat service. Since then I’ve received multiple ations from Edreams that the refund was pending.

24 May 2021 / Chat with Edreams
Just to re you contacted us to request the refund in place of travel vouchers and I have escalated your case to our relevant team and they will contact the airline and check for a refund and we will update you within the next 72 hours from now. However, sometimes it takes more than a given timeline due to the current pandemic.

31 May 2021 / Chat with Edreams
The waiting time for the refund after initiation is 120 days as per the update… I have initiated the refund, you will receive the email ation shortly.

28 June 2021 / Chat with Edreams
Thanks, I have found your booking.
The latest news on your refund is that it was requested on May 31, 2021. Airlines are currently taking 3 to 6 months to respond despite the fact that, under EU Regulation EC261/2004, airlines are bound to refund within 7 days. We will continue to follow up with them until we have a resolution. We are unable to proceed further until we receive the money back from the airline.

29 June 2021 / Contact with Airlines
I’ve contacted the airline to specify the information I was given a day earlier in the Edreams chat. Their reaction:
Following your message, we would like to inform you that your tickets were exchanged with
057/8271074990/ 91, and we find no Refund Application for the refund of these documents. Please
inform the travel agency to raise a refund request via BSP to enable us to process the refund and do
share with us the RA number for priority handling.

12 September 2021 / Chat with Edreams
Using the exact same booking information, I strangely get the following responce from Edreams. My booking seems to be ‘lost’ all together.
✖️ Hmm, sorry… I can’t find it. It looks like that email and reference number don’t match.
Sorry, I can’t transfer you to an agent right now. The booking reference/email you gave me isn’t correct.
Due to high chat volumes, we’re prioritising customers with existing bookings only.

Edreams now indicates that I cannot be placed in contact with a ‘human’ agent since they prioritise customers with existing bookings only.

In summary:
-My flight (10 May 2020) was canceled due to the covid pandemic.
-May 2020: I’ve initiated refund through official channels.
-May 2021 I’ve been promised a refund on my credit card, a specific amount was mentioned, my credit card information was checked. The refund would take place within 120 days, an Edreams agent told me It usually gets cleared much earlier.
-September 2021
My booking reference number seems to be lost. I cannot contact Edreams anymore, i cannot view status updates, it is unclear if my refund is still pending.

On the ‘my bookings’ page Edreams indicates: De luchtvaartmaatschappij heeft ons meegedeeld dat uw zaak opgelost is. Translaton: The airline specified to Edreams that my case has been resolved.

This is of course, not correct.

Gewenste Oplossing:

Volle vergoeding zoals ook beloofd door Edreams